Team Lead: Liabilities and Recoveries Australia Night shift at Telesure Investment Holdings (TIH)

Job Purpose

• To lead, coach and mentor a team of dedicated and task focused recovery specialists to ensure the best client and company outcome is achieved whilst delivering consistently high levels of service to each and every stakeholder. To achieve this it is critical to maintain a service and cost focused outcome that can deliver in the areas of Timeliness, Quality & Cost.

Responsibilities

Leadership and Direction 

• Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organisation’s strategy, mission and vision; motivate people to achieve local business goals. 

Stakeholder Engagement

•  Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions. Coaching and Training Coach, train and mentor direct reports using technical expertise to maximise saving opportunities. 

Performance Management

• Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives. 
• Develop and monitor performance standards accordingly in order to improve individual and operational performance. 
• Plan, schedule and review workload to improve productivity by measuring results against targets.
• Establish goals and objective for self and team and implement and measure accordingly to support or improve job performance (experience, ability, competence.) Identify, support and implement the training needs for the department. 

Customer Service 

• Help establish and implement customer service standards while supervising a team or similar unit. Deal with most complex and valuable issues. Insights and Reporting Contribute to the preparation of various data and analytics reports. Improvement / Innovation Support others by implementing improvements and carrying out simple change management tasks. 

Budgeting 

• Track budgets and report variances to more senior colleagues. 
• Operational Compliance Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organisation’s policies and relevant regulatory codes and codes of conduct. Continually monitor and review the operational standards (Operating Procedures) to maintain the correct quality of operational activities and stimulate continuous improvement. 
• Ensure that non-conformance and variances within the function is rectified as a high priority. 

Personal Capability

• Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. 
• Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. 
• Insurance Claims Evaluation Investigate the circumstances of claims and the nature and extent of clients’ losses. 
• Review and evaluate information gathered using own subject-matter expertise, and examine additional evidence provided by specialist investigators or subject-matter experts to determine the extent of liability. 
• Negotiate settlement of insured losses in line with delegated authority.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Relevant 3 year Business degree / diploma in Business Management / Campaign Management and Contact Centre (Advantageous)  (Required)

Experience

• 4 to 6 years’ in a decision-making position within the financial industry in the disciplines of Recoveries and/or Liabilities (Essential). 2 to 4 years’ experience in managing others and managing managers (Essential)